Description
In this fully remote position, you will manage post-cruise guest interactions by providing premium service through inbound and outbound calls, resolving concerns with empathy and professionalism. This role requires independent work, strong research, negotiation, and conflict resolution skills to handle a variety of cases under tight deadlines. You will also advocate for guests by communicating their experiences and identifying trends or sensitive issues to help drive positive change. A background in project management, excellent communication skills, and a commitment to exceptional customer service are essential.

Job Responsibilities:

• Manage inbound and outbound calls to discuss guests’ post-cruise experiences.
• Work independently to manage a variety of cases requiring critical thinking, research, and negotiation skills within short deadlines.
• Reinforce a customer-centric attitude using strong conflict resolution, negotiation, and mediation skills.
• Support post-cruise guest retention efforts through professional compassion, focusing on empathy and guest education.
• Serve as a customer advocate by highlighting guests’ perspectives and experiences to promote positive change within the organization.
• Act and communicate on behalf of the executive team.
• Create and maintain cases within the CRM, providing valuable information that supports product enhancement, brand retention, and our mission of offering optimal guest experiences.
• Provide real-time communication of trends, high-risk, and sensitive situations to management.

Job Requirements:

•  5+ years of progressive experience in customer retention, case management, customer de-escalation, or closely related customer centric roles.
• 3+ years research and resolution; this position is highly autonomous.
• Exceptional customer service skills with a genuine desire to assist guests, teams, and colleagues.
• Maintain trust and responsibility with confidential information.
• Professional phone etiquette, business communication, negotiation, and mediation skills.
• Ability to solve practical problems and handle a variety of variables in situations with inconsistent information, with a willingness to do what is needed to complete tasks.
• Availability to work evenings, weekends, and holidays.

 What We Offer You:

• Highly competitive compensation plan.
• Hourly compensation range $17.59-$26.45 determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

 About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.

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